Objective

See whether the mix of active ticket topics changed during the recent window.

Environment

  • Your account can open the Topic Timeline.

Resolution

  1. Open Topics and set the Brand and Group scope.
  2. Choose the status and channel filters for the tickets you want to compare.
  3. Read Topic Timeline for the last eight hours.
    Topic Timeline example comparing ticket topic share over eight hours with fictional ecommerce topics.
  4. Switch the bucket size between 15 minutes, 30 minutes, and 1 hour to compare short changes with a smoother pattern.
Note: Check the scope

Changing the timeline bucket groups the same period differently; it does not change the underlying ticket topics.